The Support Engineer 2 is responsible for providing technical support to clients by resolving various customer service issues a day. A commitment to excellent customer service is demonstrated by being purpose driven, providing personalized support and executing with tenacity. You will be empowered to leverage Integriteks ticketing platform and dashboards to manage your ticket queue and will work in a team environment to enhance your knowledge and that of your teammates. Successful candidates enjoy customer service oriented support, possess knowledge across a wide range of technical topics and thrive on finding solutions to technical issues in a fast-paced environment. Must be self-motivated, possess a sense of urgency and demonstrate critical thinking skills.
Technical Knowledge & Skills
This candidate will be expected to diagnose and resolve technical issues across a variety of hardware, software, and networking topics including but not limited to:
Remote desktop support
Windows Server (all versions)
Various server environments
Enterprise level network architecture
Complex LAN/WAN environments
Disaster recovery solutions
Backup solutions and applications (Appassure, Veeam, etc.)
Load balancing technologies
Network security (Cisco, SonicWall, PFSense, etc.)
Virtualization technologies (VMWare, Hyper-V, etc.)
Microsoft Exchange / Hosted Exchange
Various operating systems (Linux, MacOS, Windows)
Encryption technologies (Bitlocker, Symantec, etc.)
Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
Networking and configurations (Switching, routing, firewalls)
Web technologies (XML, HTML, CSS)
VoIP phone systems
Experience & Education
Preferred certifications include CompTIA A+, Network+, CCNA but are not required
5 years experience in a technical support, help desk, network support position
3 years experience working for a managed service provider or similar business
Degree valued but not required
A general understanding of our industry is expected; familiarity with IT management consulting services is helpful.
Adherence to all job-related practices, policies, and procedures.
Previous work experience and education that align with the requirements of the job as outlined above.
Reliable transportation and current auto insurance to travel 5% for onsite customer support.
Constant, quick, and accurate use of a personal computer, automation systems, and office equipment.
Technical Learner- You nerd out on developing your industry skills and knowledge, you pick up on technical things quickly, and constantly seek opportunities to apply to your work.
Customer Focused- You are passionate about understanding the needs of customers and partnering with them to provide the best technical solutions.
Problem Solver You look beyond the obvious and dont stop at the first answer, using open analysis and data to drive your decisions.
Collaborative You proactively work with others to breakdown silos in a positive way to help guarantee project success.
Results Driven You know how to set goals for yourself and you know how to meet them, aligning resources and communicating wherever necessary.
Reliable You can be counted on to do what you commit to and you always deliver.
Adaptable You can shift gears based on needs and remain cool and collected in a fast-paced, high pressure, dynamic environment. You enjoy the challenge of unfamiliar tasks.
Amiable- You are seen as positive, respectful, and exude a strong sense of teamwork by working effectively and efficiently with all team members.
Communicator You have excellent written and verbal communication skills.
Headquartered in Austin, Texas, and providing managed services globally, Integritek is a premiere provider of technology services and support. Integritek was formed with the purpose of combining integrity with technology. Our primary goal is to be a trusted adviser to our customers, providing our services to them with the utmost integrity, honesty, and professionalism. The solutions we offer cover a wide range of technological needs; IT management, IT consulting and a full array of communication services.